Complaints Case Handler - Resolve, Influence and Make an Impact!

Location: Hemel Hempstead (Hybrid), salary approx. £31,000

Are you a natural problem‑solver with a passion for fairness, communication and helping people reach positive outcomes? Do you thrive in a fast-paced environment where every day brings something different? If so, this could be the perfect next step in your career.

We’re looking for a proactive, curious and resilient Complaints Handler to join a high-performing team supporting multiple schemes. This is a role where you’ll think on your feet, confidently make decisions and directly influence how disputes are resolved.

In this position, your judgement matters. Your communication makes a difference. And your work ensures parties get fair, timely resolutions.

What You’ll Be Doing

No two days are ever the same and that’s what makes this role so rewarding. You will:

• Take the lead in reviewing and progressing deposit disputes across various schemes, all within set timelines
• Spot opportunities for early resolution, helping tenants, landlords and agents reach agreements without the need for formal adjudication
• Engage directly with both parties, mediating conversations and preparing settlement agreements when they reach common ground
• Process settlement payments with total accuracy, ensuring all details are correct
• Manage your own caseload independently, juggling multiple active cases and prioritising effectively
• Request and review information, guiding parties through next steps and ensuring all cases move through the process efficiently
• Maintain impeccable records, capturing clear notes and case histories
• Handle queries from internal colleagues and external customers
• Draft non-standard adjudication decisions and oversee accurate payments following those decisions
• Identify special circumstances, such as bankruptcy or court action and follow the correct processes
• Monitor 'on hold' cases, ensuring nothing falls through the cracks
• Stay on top of correspondence, responding to emails promptly and professionally

What You’ll Bring to the Team

To excel here, you’ll need to be someone who:

• Can confidently handle large volumes of digital information
• Is strong in data analysis and comfortable navigating MS Office, especially Excel
• Communicates brilliantly - both in writing and over the phone
• Has a calm, supportive approach when dealing with people in dispute
• Delivers excellent customer service
• Can apply legislation and Scheme Rules with accuracy and confidence
• Thrives when working toward daily targets and time-sensitive deadlines

Where You’ll Be Working

The team is based in Hemel Hempstead and you’ll enjoy a hybrid working model, giving you the flexibility to balance office collaboration with focused work from home.

If you’re looking for a role where your decisions matter, where you’ll help people navigate challenging situations and where every day keeps you thinking, this is your chance to join a team that truly values your contribution.